Operational ExcellenceOperational Excellence

Our MissionOur Mission

GREAT PIZZASGREAT PIZZAS

G t/R k• Great/Remake – Rim– Size– Portion– Placement– Bake

epta

ble

Acceptable Color Range

epta

ble

Una

cce

Una

cc

GREAT PIZZASGREAT PIZZASBrand Tracking Study – July 2009

72%Pizza Taste

72%

85% 85%87% 86%90%

95%

100%

Domino's Papa John's Pizza Hut Little Caesars

72%74% 74% 73%

71% 0% 72% 72% 72%80%

81% 82% 81% 81%85% 85% 84% 83% 83%

81% 82% 83%86%81%

79% 78% 76% 77% 77%79% 79% 81% 80% 79%

77% 78%80%

82%

70%

75%

80%

85%

67%71% 72% 71%

65% 66% 68%71% 70% 72%

62%

50%

55%

60%

65%

70%

50%May'08

Jun'08

Jul'08

Aug'08

Sep'08

Oct'08

Nov'08

Dec'08

Jan '09

Feb'09

Mar'09

Apr'09

May'09

Jun'09

Jul'09

5 Point Loss15 Point Loss5 Point Loss15 Point Loss

Customer Appreciation WeekCustomer Appreciation Week• Incentives = 3 Star or Better• Start weighing pizzas now:

– What is Extra Cheese on a Large?g– Where does Extra Cheese go?

• Order enough dough and MANAGE ITOrder enough dough and MANAGE IT

Creating Customers for LifeCreating Customers for Life Starts with Good Food

Service – who cares?Our Customers!Service who cares?Our Customers!Brand Tracking Study – July 2009

65%Speed of Delivery

65%

62% 61% 61% 61%65% 65% 65%

62% 64% 65%

58%63% 65%

60%

70%

80%Domino's Papa John's Pizza Hut Little Caesars

56% 54%55%

61% 61%59% 59%56% 54% 56%

58% %

54% 55% 55% 56% 55%58%

46% 47% 47% 48% 49%52% 49% 48%

45%48% 46% 46%

42%

46% 45%40%

50%

60%

42%

30%20%

30%

May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun July'08 '08 '08

g'08

p'08 '08 '08 '08 '09 '09 '09

p'09

y'09 '09 '09

DOT = 25DOT = 25

1st    Load

1st    OTD

1st DOT

Comments

dMonday

Tuesday

Wednesday

Thursday

Friday

Saturday

Accurate DataAccurate Data• Manage your service – measure it and use g y

the information to make decisions

Customer Appreciation WeekCustomer Appreciation Week

Customer Appreciation WeekCustomer Appreciation Week

• CUSTOMER VIEW & LOBBYCUSTOMER VIEW & LOBBY

And Our Customers Care!Our Stores Are DirtyAnd Our Customers Care!Our Stores Are Dirty

2008 BTS DATALikelihood To Recommend By Cleanliness Rating

91%

1 to 6 Rating 7 Rating 8 Rating 9 Rating 10 Rating

50%59%

70%

32%

7

Cleanliness of Pizza Place

59%

60% 60%63%

58% 59%

60%

60%

62%60%

57%59%

62%

63%58%

51% 53%57%

61%59% 58%

55%

61%60%

60% 60%

68%66%

55%

60%

65%

70%Domino's Papa John's Pizza Hut Little Caesars

Brand Tracking Study July

48%50% 51% 51%

48% 47% 48%

55%57%

51%

47%44%

48%

49%56%

58%56%

51% 53%56% 57%

40%

45%

50%

55% Study – July 200949%

May'08

Jun'08

Jul'08

Aug'08

Sep'08

Oct'08

Nov'08

Dec'08

Jan '09

Feb'09

Mar'09

Apr'09

May'09

Jun'09

Jul'09

Professional Manner of Employees

66%67%66% 67% 68%67%66%65%68%

70%

68%70%70%69%69%

72%74%75%

70%69%72%

74%73%75% 78%

69%67%

71%70%

75%

80%Domino's Papa John's Pizza Hut Little Caesars

Brand Tracking62%

66% 66%

60%60%60%

66%

66%65% 70%68%

64%65%65%

69%67%67%

65% 66%67%64%65%67%

64%

50%

55%

60%

65%Brand Tracking

Study – July 200970% 50%

May'08

Jun'08

Jul'08

Aug'08

Sep'08

Oct'08

Nov'08

Dec'08

Jan '09

Feb'09

Mar'09

Apr'09

May'09

Jun'09

Jul'09

70%

SanitationSanitation

Systems!

Shop InspectionShop Inspection

Turn a 3 Star into aTurn a 3 Star into a 5 Star5 Star

TODAY!TODAY!

3 Star (74)3 Star (74)

• Ovens set at 5:30 = 2• 3 Remakes = 12• Driver wearing a non-Domino’s jacket = 3• Drivers unshaven = 3• Drivers unshaven = 3

74 + 20 = 94

3 St (72)3 Star (72)

• Small and Medium dough underproofed = 5• 3 Remakes = 12• Banana Peppers expired = 3• Drivers unshaven = 3• Drivers unshaven = 3

72 23 9572 + 23 = 95

CoachingCoaching

• On the JobOn the Job• Peer to Peer - Discussion Forums and

Community ShareCommunity Share• Training Series• Coaches Corners • OER-lead Discussion Forums • Interactive Guide

Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inProduct Service Image Safety  SanitationWelcome Additional

Introduction Dough Science SCC Ordering  Proofing  TroubleshootingWalk in

Welcome! 

Are you a 5‐star store trapped in a 2‐Are you a 5‐star store trapped in a 2‐star store’s body?  This interactive guide provides the foundation for getting you to 5‐star status.  Here you’ll meet many of our real OER coaches – it’s their goalof our real OER coaches  it s their goal to help you succeed.

Intro to this training.

Why do we conduct OERs?

Your OER: what to expect.

Meet the coaches.

Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inWelcome SCS Ordering  Proofing  TroubleshootingWalk‐in QuizWelcome Service Image Safety  SanitationProduct Additional

Introduction Dough Science SCC Ordering  Proofing  TroubleshootingWalk in

ProductHow well you’re making Domino’s products makes up x% of you OER score.  Click through each link below to learn how we evaluate:

What your coach looks for.

Performing a Cut Test.

Timing your oven

Additional Resources:

Oven maintenance (wiki article)

Timing your oven.

Product section of the MRG.Coaches Corner: Making Perfect Products.

Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inWelcome SCS Ordering  Proofing  TroubleshootingWalk‐in QuizWelcome Service Image Safety  Sanitation AdditionalProduct

Introduction Dough Science SCC Ordering  Proofing  TroubleshootingWalk in

Additional InformationAdditional resources to help you achieve 5 stars:

Test your knowledge.

H ld d ?

Content viewing areaHow would you rate today?

Coaches Corner archives

OER l t d iki ti l

area.

OER‐related wiki articles.

Link to Dough Management 101 Training.

Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inWelcome SCS Ordering  Proofing  TroubleshootingWalk‐in QuizWelcome Service Image Safety  Sanitation CommunityProduct

Introduction Dough Science SCC Ordering  Proofing  TroubleshootingWalk in

From the Community…

Inventory tags.

Best ever picture collectionContent viewing 

area

Walk‐in Bragging Rights.

Best ever picture collection.

Worst ever picture collection.

area.

How I turned a 1‐star store intoHow I turned a 1 star store into a 5‐star in 6 short months.

Meet the 100%ers.

Contest!  Call for best‐practice sharing ideas!  Click here for more information.

OERCoach@dominos.com